Complaints
How to make a Complaint
If you are a policyholder and wish to make a complaint about the service you have received, we will investigate your concerns and attempt to resolve the matter to your satisfaction as quickly as possible.
UK POLICYHOLDERS
Please contact us at:
33 Gracechurch St
London EC3V 0BT
UK
[email protected]
In the event you remain dissatisfied, it may be possible in certain circumstances for you to refer the matter to the complaints team at Lloyd’s:
Complaints
Lloyd’s
One Lime Street
London EC3M 7HA
ME4 4RN
t: +44 (0)20 7327 5693
f: +44 (0)20 7327 5225
e: [email protected]
www.lloyds.com/complaints
Details of Lloyd’s complaints procedures can be found in the brochure, “Your Complaint—How We Can Help” here: www.lloyds.com/complaints. It’s also available via the above address. If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS):
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
t: +44 (0)20 0123 9123
e: [email protected]
The FOS is is an independent service in the UK for settling disputes between consumers and businesses providing financial services, Learn more at:
www.financial-ombudsman.org.uk
If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution website, set up by the European Commission.
LLOYD’S EUROPE POLICYHOLDERS
If you wish to make a complaint, please check your policy for details of the person to contact. Alternatively, contact your broker. If the complaint relates to a claim, contact whoever has been handling your claim to inform them of your dissatisfaction.
If you cannot find the contact details mentioned in your policy, or if you want to complain about your intermediary, you can contact the Lloyd’s Insurance Company Complaints team below.
Head of Complaints management
Lloyd’s Insurance Company SA
Bastion Tower
Marsveldplein 5
1050 Brussels
t: + 32 (0) 2 227 39 40
If you purchased your contract online, you may also make a complaint via the EU’s online dispute resolution: www.ec.europa.eu/odr
INTERNATIONAL POLICYHOLDERS
If you are a policyholder based outside of the UK or the EU, please refer to the Lloyd’s Complaints Handling website for International Policyholders for instructions on how to make a complaint, as well as the external dispute resolution organisations available to you.